Seriously Simple Podcasting is a WordPress plugin and integrated podcast hosting platform who is looking for a part-time customer success engineer.
Our team is 100% remote and distributed across the world. It doesn’t matter where you live or what time zone you’re in, as long as we all get the job done right.
Your main responsibility will be to responding to customers and investigating potential bugs and solutions around our WordPress plugin and media hosting platform. Because you will be a direct interface between our brand and our customers (all via email and the WordPress.org support forums) you must be an excellent writer. We want our support replies to be friendly, easy to understand, and concise, and our customers leaving every experience with our tools happy and with their problems solved.
We are a small team, but we try to give everyone as much flexibility as possible. Flexibility means that you can work in the mornings, or the evenings, or both, or in the middle of the night.
In the customer service role as long as customers needs are met the schedule is up to you. Typically we are receiving between 5-15 inquiries a day, many of which are simple documentation issues, but several of which require further investigation and debugging.
› Responding to customer support inquiries
› Adding to and improving our customer facing documentation
› Creating video tutorials/screencasts using Screenflow
› Aggregating customer feedback and assisting us with development/product roadmap decisions. We do this via Github issues
› Writing concise bug reports based on support tickets that are a result of bugs in our plugin and hosting platform.
› Testing pre-release versions of SSP before they’re released in WordPress.org repository
› Developing new features, bug fixes, and additional functionality for Seriously Simple Podcasting.
The most important thing in this role is taking care of our customers, just like you would want to be taken care of as a customer of any software product. The more of these boxes you can tick the better along that path:
› Minimum availability of 10 hours per week.
› Junior Developer (or higher) level WordPress knowledge. Extensive experience with WordPress including troubleshooting, debugging, plugin development, and WordPress MySQL database structure.
› At least intermediate-level PHP knowledge. Ability to quickly write PHP functions and understand other plugin/theme code.
› Fast and hands on learner. Able to quickly become familiar with our software and learn new things about WordPress, PHP, and related technologies.
› Experience with HelpScout, Stripe, and Github.
› Familiarity with XML and CSV file formats, phpMyAdmin, XPath, debugging and troubleshooting WordPress themes and plugins via FTP, and cPanel and other web hosting control panels.
› Attends WordCamps, meetups, or other industry conferences.
› Experience working remotely as part of a distributed team.
To begin with this will be a role that will be needed up to 10 hours a week. We’ve just launched our hosting platform in the last 60 days, so our user base is growing, and now is the time to put into place the proper process and documentation to make support a winning part of our business going forward. You will be integral in that entire process.
Longer term this will very likely evolve into a full time job (30+ hours a week) should that be your goal. As we grow so can you in our team.
Please include the name of your favorite podcast in your response to this job posting.
Look forward to chatting with you soon.